Omotoke(TK) Dairo

Detail-oriented client service and account manager professional with 10+ years of experience in billing and account support, payment processing, data verification, discrepancy resolution, records management, and administrative operations. Experienced in researching complex customer account issues, validating billing information, processing payments, maintaining confidential records, and providing timely resolutions in high-volume environments. Recognized for accuracy, professionalism, strong communication, and the ability to manage competing priorities while delivering excellent customer service.

Client Service Support Associate - ENMAX Corporation - Calgary, AB

(2021-11 - 2025-12)

Managed approximately 30 customer inquiries per day involving billing, accounts, payments, and service-related concerns while maintaining accuracy and professional customer service.

• Reviewed, verified, and corrected billing, account, contract, and system discrepancies through detailed research and analysis.
• Entered, updated, and validated customer and payment information across internal systems with a high degree of accuracy.
• Processed customer payments using multiple platforms while maintaining data integrity and confidentiality.
• Investigated escalated billing and account issues, analyzed available information, and followed through to ensure timely and complete resolution.
• Explained billing and account information clearly to customers and directed complex matters to appropriate internal resources.
• Maintained accurate customer records and documentation in accordance with policies, procedures, and confidentiality requirements.
• Collaborated with internal departments to investigate account issues, resolve discrepancies, and provide appropriate customer solutions.
• Consistently met productivity, quality, accuracy, and service-level expectations in a fast-paced, high-volume environment.

Client Loyalty & Retention Specialist - TELUS Communications - Calgary, AB

(2013-02 - 2021-04)

• Investigated customer account and billing concerns by reviewing service records, account information, and supporting documentation.
• Analyzed customer data and system records to identify discrepancies and determine appropriate corrective actions.
• Resolved complex and escalated inquiries using research, sound judgment, and policy-based decision-making.
• Maintained accurate customer information and documentation while handling confidential account details.
• Communicated effectively with customers and internal departments to facilitate timely issue resolution.
• Managed multiple requests and competing priorities while maintaining accuracy and service standards.
• Trained and mentored new team members on systems, procedures, customer service standards, and issue resolution.
• Consistently achieved performance, quality, and productivity targets in a high-volume environment.

Office Administrative Coordinator - Berlitz Calgary Learning School - Calgary, AB

(2012-03 - 2013-02)

• Processed payroll and timesheets accurately while following established procedures and maintaining confidentiality.
• Maintained organized records, reports, documentation, and administrative files.
• Responded to inquiries from staff, instructors, customers, and external contacts in a professional and timely manner.
• Coordinated schedules, meetings, appointments, and administrative activities supporting daily office operations.
• Identified, investigated, and resolved administrative discrepancies proactively.
• Prepared and maintained reports and documentation using Microsoft Office applications.

Client Care Representative (call Center) - Customer Care, Retail & Dealer Support - Wind Mobile - Toronto, ON

(2009-10 - 2012-03)

• Handled high-volume inbound customer inquiries while meeting service-level, quality, and productivity standards.
• Researched customer accounts and system information to resolve billing, service, and account-related concerns.
• Logged, tracked, and followed up on service requests and escalated issues to ensure timely resolution.
• Investigated account and system discrepancies and provided appropriate solutions to retail and dealer partners.
• Maintained accurate customer records and documentation throughout the issue-resolution process.
• Trained new employees on policies, procedures, systems, and customer service practices.
• Served as Manager on Duty, supporting daily operations, decision-making, escalations, and customer issue resolution.

Certificate - Human Resource - Bow Valley College

Honors Bachelor of Business Administration - Entrepreneurship & Business Management - University of Guelph-Humber

Diploma - Business Administration (Business Management) - Humber College